We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 401363 results
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Decision Reference DRN-5873517
17 Oct 2025 Acasta European Insurance Company Limited UpheldInsuranceDRN-5873517 The complaint Mr B complains a claim was declined by Acasta European Insurance Company Limited on his Guaranteed Asset Protection policy (GAP). What happened Mr B took out a GAP policy with Acasta which started in July 2020. In July 2024, Mr B found his car had been hit whil... (6 pages)View decision -
Decision Reference DRN-5780001
17 Oct 2025 HSBC UK Bank Plc UpheldBanking and PaymentsDRN-5780001 The complaint Mr L complains HSBC UK Bank Plc trading as first direct cancelled all of his direct debits without his knowledge or authority, about the time it took to sort this out and about first direct not explaining properly what went wrong. Mr L complains that this cause... (3 pages)View decision -
Decision Reference DRN-5790573
17 Oct 2025 Barclays Bank UK PLC UpheldBanking and PaymentsDRN-5790573 The complaint Mrs S complains (‘Barclays’) hasn’t reimbursed her following an Authorised Push Payment (‘APP’) investment scam she fell victim to. She says Barclays should reimburse her for the money she lost. Mrs S has brought the complaint with the assistance of a professi... (8 pages)View decision -
Decision Reference DRN-5820226
17 Oct 2025 Aviva Life & Pensions UK Limited Not upheldInsuranceDRN-5820226 The complaint Mrs F as the Trustee of the F Trust (the trust) complains about how Aviva Life & Pensions UK Limited (Aviva) administered her reviewable whole of life assurance (RWOL) policy when it told her the premium needed to significantly increase to maintain the cove... (4 pages)View decision -
Decision Reference DRN-5848621
17 Oct 2025 Intelligent Lending Limited UpheldMortgagesDRN-5848621 The complaint Mrs A complains that Intelligent Lending Limited trading as Ocean recommended that she take out a joint secured loan with her husband – despite knowing that the purpose of the loan was to consolidate her husband’s debts and that she was being forced into taking... (3 pages)View decision -
Decision Reference DRN-5694575
17 Oct 2025 Black Horse Limited Not upheldConsumer CreditDRN-5694575 The complaint Mr M complains that a car supplied under a hire purchase agreement with Black Horse Limited was of an unsatisfactory quality, and that it was misrepresented to him. What happened In October 2024, Mr M was supplied with a used electric car through a hire purchas... (5 pages)View decision -
Decision Reference DRN-5778224
17 Oct 2025 Oodle Financial Services Limited UpheldConsumer CreditDRN-5778224 The complaint Miss C complains Oodle Financial Services Limited trading as Oodle Car Finance (Oodle) provided her with a car which wasn’t of satisfactory quality. What happened Miss C took out a hire purchase agreement with Oodle in order to acquire a used car on 10 Septemb... (7 pages)View decision -
Decision Reference DRN-5835978
17 Oct 2025 Lloyds Bank General Insurance Limited Not upheldInsuranceDRN-5835978 The complaint Ms H has complained that Lloyds Bank General Insurance Limited (LBGI) unfairly voided her home insurance policy (treated it as though it had never been in place) and declined her claim for theft. What happened Ms H had a policy with LBGI whilst living at a pre... (2 pages)View decision -
Decision Reference DRN-5883437
17 Oct 2025 Casualty & General Insurance Company (Europe) Ltd UpheldInsuranceDRN-5883437 The complaint Mrs G complains that Casualty & General Insurance Company (Europe) Ltd declined a claim on her pet insurance policy and said the policy was void. What happened Mrs G took out pet insurance for her dog, which is underwritten by Casualty & General. Her do... (3 pages)View decision -
Decision Reference DRN-5752065
17 Oct 2025 eToro (UK) Ltd Not upheldInvestmentsDRN-5752065 The complaint Mr V complains that eToro (UK) Ltd (“eToro”) won’t let him withdraw money from his account without incurring currency exchange costs. What happened Mr V had an investment account with eToro. It’s common ground that the account was denominated in USD. In early ... (3 pages)View decision